Roberta Medeiros Email & Phone Number

São Paulo

Report to the Director Operations with a team of 100 people (4 direct).Responsable for Audit area, cbk classification, MIS and planning, process and projects, trainning.Resposable for restructuring areas and teams to deliver projects such as:• Review of the audit process and new forms; • Review of the chargeback classification process to feed back the fraud prevention model and cost reduction• Revitalization of reports for internal clients / Operation• Management of Operation Forecast• Maintenance of processes and procedures with increased operational efficiency• Creation and implementation of Operation Leadership Development Program

São Paulo Area, Brazil

• Report to the Supervisor of Financial Services Products, with a team of 300 people (7 direct). • Responsible for customer service channels and stores, sales related to financial products and services (Active Telemarketing, SAC, Site, APP, Facebook) and management of outsourced sales;• Development of reports of PSF goals and follow-up for stores;• Assessment, disclosure and payment of campaigns and commissions, website and APP management and updating;• Establishment of mailing partners, sales strategies and seasonal actions to attract new customers;• Development of actions to increase new customers capture and sales in differentiated channels;• IVR revision and implementation, with increased call retention from 41 to 63%;• Actions implementation of reduction of costs.

São Paulo Area, Brazil

• Report to the Director, with 1 team mate, responsible for the implementation and approval of new business and insurance sales partnerships.• BI analysis, evaluation and validation of sales base;• Organization and control of the product-targeted marketing intelligence library to start new projects;• Management of outsourced call centers with budget, estimates, cost and result management;• Submission of results, causes identification, action plans implementation and maintenance required for the Board of Directors, clients and insurance companies, and matrix reporting/Texas;• Definition of the training structure, validation and revision of scripts, according to regulatory agencies;• Prospecting of more effective call center models.

São Paulo Area, Brazil

• Report to the Superintendent, with a team of 120 people (7 direct). Responsible for the CSH of credit products (personal, vehicles, real estate), banking channels (ATMs and Internet Banking) and frauds;• Remodeling of internal procedures per complexity, with a 7% reduction in service time and an increase in the operational capacity;• Review on the complaint handling procedures with the product area, reduction of 20% of the volume of complaints related to service channels (agencies);• Training of the fraud team with a 100% increase in autonomy for the case handling;• Partnership with the collection area, with a 30% gain in the credit recovery;• Achievement of 99% SLA in response to customers and internal areas.

São Paulo E Região, Brasil

• Report to the Senior Manager, with a team of 800 people (16 direct). • Introduction of a people and indicator management model, using the PDCA and 5W method to review the problem, cause and corrective actions and improvements;• Implementation of the Genesys tool, with the IRV improved intelligence, resulting in 70% retention of calls, customer identification and 15% reduction in hiring and 30% in the operational costs.• Partition of the team in service cells to optimize and prioritize subjects and types of clients;• Redesign of positions and compensations with the HR, according to the segmentation of teams;• Increase of 5% in the level of internal satisfaction, and reduction by 40% in the rate of absenteeism ;• Reformulation of the monitoring process, in partnership with the quality department and implementation of side-by-side monitoring, calibration of quality links and workshops with a 20% increase in team results;• Assisted the company’s crisis and image risk management team;• Leadership of the ninth digit project, E-Invoice and participation in the 3G project.

Porto Alegre E Região, Brasil

• Report to the Director, with a team of 50 people (2 direct), responsible for internal sales and e-commerce;• Active participation in sales and e-commerce strategy definition meetings with the marketing area, developing competitive offers and attractive approaches to increase sales;• Effective performance in the evaluation and hiring meetings of media suppliers; internet partners to enhance product exposure and sale;• Work in the site review project, aiming to simplify client’s language and interaction with the channel, by fostering sales by 5%;• Restructuring of the after sales team and the procedures of the area, with reduction by 57% of 7-day returns, referring to internet shopping.

São Paulo E Região, Brasil

• Reporte ao gerente com equipe de 300 pessoas (10 diretos), responsável pela equipe de vendas de serviços, seguros e assistências para os clientes C&A e ibi.• Negociação de metas, budget de campanhas e comissionamento com as áreas de produtos;• Desenvolvimento de projetos de redução de custos;• Revisão dos processos de análise de pagamentos não processados com recuperação de R$ 3 milhões.

São Paulo E Região, Brasil

São Paulo E Região, Brasil

São Paulo E Região, Brasil

São Paulo E Região, Brasil

Pós- Graduação, Gestão De Pessoas, 9

Bacharel Em Administração De Empresas, Marketing